Customer Care Unit (Call Center) Supervisor

American National Bank of Texas • Mesquite, TX

4d • Onsite

About The Position

The Customer Care Unit Supervisor is responsible for supervising a centralized Customer Care Unit (CCU) that provides a variety of sales and service functions to bank customers and prospects with paying and receiving transactions as a virtual teller and processes consumer loan applications and new accounts via phone and internet.

Requirements

• High School diploma or GED
• 6+ years experience in customer service
• 2+ years leadership experience
• Working knowledge of Microsoft Excel and MS Word; basic keyboarding and calculator skills; must be able to do simple math and carry out written instructions

Nice To Haves

• Fluent in English and Spanish

Responsibilities

• Coordinates day-to-day call center operations and administers company policies and procedures
• Provides input on personnel actions, including staffing interviews, selections, terminations, disciplinary actions, and staff scheduling; ensures monthly coaching and performance and salary reviews reflect accurate, comprehensive feedback; guides staff in developing individual development plans
• Oversees operations to ensures audit, compliance and internal controls are administered satisfactorily to manage risk and control negative exposure
• Responds and resolves escalated customer services issues through effective decision making; provides feedback to the customer and ensures requests are responded to timely
• Develops, coaches, and motivates staff to achieve departmental goals, adheres to Standards of Excellence, trains on products, procedures and systems; guides employees when responding to changing business conditions; ensures staff is aware of bank’s initiatives
• Understands system applications, processes and reports to provide effective balanced feedback, coaching, and development
• Monitors company required training and staff performance; observes and monitors calls and banker assist; ensures data for reporting is accurate, timely, and adheres to standards
• Organizes and facilitates staff meetings regarding team performance, recognition, and information exchange

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED